A subsidiary of the International Society of Automation
Cancel
Search Sponsored By Sponsor

Invensys enhances Customer FIRST program

  • April 06, 2010
  • Schneider Electric
  • News

Summary

April 6, 2010 - Invensys Operations Management announced enhancements and expanded brand coverage to its global support and services program, unifying a wide range of services and driving value for the company’s customers. The enhanced Customer FIRST program offers the flexibility to choose standardized service offerings from four support tiers: Elite, Premium, Standard or Primary. Each tier includes support services for hardware and software products, with elements such as version upgrades, technical support and parts replacement. The program also provides access to a wide range of optional services such as application support, onsite resources and value-added consulting. The company researched several industry-leading support service programs to develop Customer FIRST, leveraging its own experience with customers in the manufacturing and process industries in each of its global regions, as well as incorporating the best elements of its existing support programs. “The Customer FIRST program will bring new value to all our clients,” said Mohamed Farouk, senior vice president, delivery operations excellence, Invensys Operations Management. “The program reflects a significant investment in resources, systems and processes, all geared to provide our customers more effective and consistent support, practical value and a better return on their investments. Support services are often thought of as a cost item and rarely get any credit, but we believe that Customer FIRST provides real value.” The Customer FIRST program provides support and services that:1. Protect critical investmentsBusinesses have a need and a responsibility to maintain their hardware and software systems as critical parts of their business. Customer FIRST helps extend the life of these assets with effective support and services. 2. Maximize asset performanceDowntime can cost an organization millions of dollars. Customer FIRST support options help ensure asset availability to keep operations running smoothly.3. Reduce total cost of ownershipCustomer FIRST helps customers save money over the long term with innovative pricing credits and flexible funding options.4. Improve operational performanceCustomer FIRST expedites access to Invensys Operations Management resources, leveraging the company’s skills and experience to reveal new ways to improve performance.A key differentiator of the program is the flexibility it provides to finance future value-added services, hardware materials and training through Flexible Credits. Customers can choose the tier that best matches their support needs. Additionally, membership in the Customer FIRST program provides fast access to service and support requests through the company’s global ecosystem of more than 3,000 partners, the largest in the industry. From training and planning to project implementation, operation and lifecycle support, Invensys and its network of partners are uniquely qualified to help Customer FIRST members effectively utilize the company’s products, services and solutions to drive operational excellence in real time. “Implementing a standardized program across multiple leading brands of Invensys Operations Management was no small feat, but our goal was to provide our clients with better service,” said Mike Pring, vice president, global customer support, Invensys Operations Management. “We wanted to build on the approach that earned our Wonderware® brand the TSIA STAR Award for Service Excellence in Mission Critical Support in 2009, and this program puts increased focus on customer service excellence.” About Invensys Operations ManagementInvensys Operations Management, a division of Invensys, is a leading provider of automation and information technology, systems, software solutions, services and consulting to the global manufacturing and infrastructure industries. Headquartered in Plano, Texas, its solutions are used by more than 40,000 clients around the world in more than 200,000 plants and facilities. Learn More

Did you enjoy this great article?

Check out our free e-newsletters to read more great articles..

Subscribe